topic Re: Can not set up a data plan in Archived Posts

Can not set up a data plan

Welsh_Si — Tue, 06 Oct 2020 09:52:51 GMT

The full story is, I have an EE account with 4 sim only plans which also had my series 3 watch data plan attached, all was good. I now have a series 6 watch which I bought direct from Apple and I am having trouble setting up the mobile data. As all the plans had expired EE has set up new plans for all the phones, taken off my series 3 watch and set up a new stand alone plan for my series 6, they had my EID number and all I had to do was pair my new watch to my phone over 4G, simple. But no, when I pair my watch to my phone (set up for myself) there is an issue with setting up the data plan. It tells me that the plan I have purchased is not compatible and that I need to set my watch up as "set up for a family member". EE say the plan is correct and don't seem to know why I cant set this up as my watch and attach the data plan I have purchased. After having the watch for a week now and phoning EE 4 times and they have phoned my back a few more I am getting frustrated. Can anyone help me please?

Re: Can not set up a data plan

Christopher_G — Tue, 06 Oct 2020 13:33:23 GMT

Hi @Welsh_Si

Welcome to the community.

That does sound frustrating. If our Tech Gurus are investigating this, it's in the best hands.

They have access to your account and will get to the bottom of what's causing this problem.

Keep us updated on what is happening.

Chris

Re: Can not set up a data plan

Welsh_Si — Tue, 06 Oct 2020 23:30:44 GMT

Well I was expecting a phone call back today from the tech guys but no call came. So it looks like I have to spend more time on hold tomorrow and will have to go through the whole scenario again, so frustrating.

Simon

Re: Can not set up a data plan

James_B — Wed, 07 Oct 2020 08:58:22 GMT

Hi @Welsh_Si,

If our Tech Gurus had to raise a support ticket to resolve your issue, they may still be waiting for the ticket to be closed.

They'll get in touch as soon as it has been resolved.

Thanks

James

Re: Can not set up a data plan

Welsh_Si — Thu, 08 Oct 2020 11:12:52 GMT

After nearly 72 hours there is still no answer but it does look like Katie_B, another Community support team member helped solve the problem for someone who I was talking to (@BorderAll) with exactly the same issue. So I assume its another phone call this afternoon.

Re: Can not set up a data plan

James_B — Thu, 08 Oct 2020 11:22:30 GMT

Hi @Welsh_Si,

Our Customer Care Team will be happy check the status of your ticket if you get in touch.

Thanks

James

Re: Can not set up a data plan

pushbutton — Wed, 07 Jul 2021 09:39:02 GMT

I'm having the exact same problem too. Been on the phone 3 times and on the live chat 3 times. No one seems to know what's happening - try a different fix and it's still not fixed. I've un-paired and paired my watch 1 too many times now... Help...

Re: Can not set up a data plan

Leanne_T — Wed, 07 Jul 2021 10:25:54 GMT

Hi @pushbutton

Thanks for coming to the community.

Where did you purchase the watch?

Do you have a pay monthly plan?

Thanks 🙂

Leanne.

Re: Can not set up a data plan

pushbutton — Wed, 07 Jul 2021 10:44:34 GMT

@Leanne_Tthanks for getting back to me!

I got it from EE 2 years ago. My payment plan is up so I wanted to get off that plan and into a £7 a month plan. Your colleague has helpfully cancelled the old plan and asked that I go through the app on my iPhone to set up a new plan. which isn't working.

Re: Can not set up a data plan

Leanne_T — Wed, 07 Jul 2021 10:56:57 GMT

Thanks @pushbutton

Do you get the option for the £7.00 plan?

If you log into your My EE app, and select plans and add-ons, do you have the plan showing?

Leanne 🙂

Re: Can not set up a data plan

pushbutton — Wed, 07 Jul 2021 11:00:51 GMT

Hey @Leanne_T I'm getting this error

Re: Can not set up a data plan

pushbutton — Wed, 07 Jul 2021 11:02:35 GMT

Re: Can not set up a data plan

pushbutton — Wed, 07 Jul 2021 11:09:42 GMT

It says:

Oops, something isn't quite right.

it looks like you've selected 'set up for myself' which isn't compatible with the price plan you have bought.

to complete set-up with your current price plan, click 'cancel' then re-pair your apple watch and select 'set up for a family member'

Re: Can not set up a data plan

Leanne_T — Wed, 07 Jul 2021 11:11:00 GMT

Thanks @pushbutton

In this case, I've sent you a private message on here for some extra details.

Thanks 🙂

Leanne.

Re: Can not set up a data plan

pushbutton — Wed, 07 Jul 2021 11:26:46 GMT

My issue is now fixed! For anyone out there having the same issue, get on the phone with EE and get to Level 2 tech support and ask them to reset your esim and rebuild your plan - they will need your EID which can be found on the apple watch app on your iphone.

Re: Can not set up a data plan

Leanne_T — Wed, 07 Jul 2021 11:32:50 GMT

Thanks for coming back and letting us know @pushbutton 🙂

Have a lovely day.

Leanne.